HeyWire®, a leading enterprise text messaging service provider, has announced that NCR Small Business recently selected HeyWire LiveText® for conversational texting for customer engagement.
NCR Small Business offers a tablet point-of-sale (POS) and business-management system, NCR Silver™. The HeyWire solution enables NCR Silver customers to text into the existing support number for SMS conversations. Customer adoption is expected to approach 20 percent of all inbound inquires, which will reduce operating costs in the NCR Silver contact center.
The HeyWire LiveText Agent app enables NCR Silver contact centers for 2-way conversational SMS texting via their existing, branded toll-free phone numbers so customers can text with support agents for sales or service assistance.
"Small business owners need a higher level of service because of the many demands they are facing when running their operations," said Douglas Jones, NCR Silver Customer Care director. "HeyWire provides our customers with another channel for us to provide better, more immediate assistance, which our customers greatly appreciate."
In the coming months, HeyWire LiveText will replace inbound calls and also Web chat as the preferred support inquiry method.
"Contact center leaders are quickly realizing that texting is the preferred channel for mobile consumers, providing personalized messaging conversations anytime, anywhere," said Meredith Flynn-Ripley, CEO of HeyWire. "NCR Silver has shown that the business too can benefit from lower operating costs and migration from higher-cost channels like calls, or less mobile-friendly channels like Web chat."
HeyWire LiveText Agent app is available now for leading contact center solutions. HeyWire also offers the HeyWire LiveText™ Business Messenger, empowering mobile sales and service professionals or small business users to connect with prospects, customers and partners with text messaging.
About HeyWire (http://www.HeyWire.com)
HeyWire provides the leading cloud messaging service for businesses that care about their mobile customer experience management—bolstering customer engagement and sales by directly connecting customers to businesses using two-way, conversational texting. The company is a pioneer in bringing texting to toll free and office phone numbers; and provides award-winning messaging apps spanning contact center agent consoles, mobile devices and the desktop. HeyWire partners with leading providers of customer service solutions, CRM and telephony products to transform customer experience and sales enablement. HeyWire's proven solution delivers over half a billion messages per month through its mobile messaging platform inter-connected to traditional SMS global networks. HeyWire has been recognized with CTIA's 2014 Mobile Cloud Emerging Technology Award, the AlwaysOn Mobile 100, OnCloud Top 100 and Global 250 Winner, as well as the PwC Promise Award.